Exploring subscription renewal intention of operational cloud enterprise systems - A stakeholder perspective

Sebastian Walther, Saonee Sarker, Darshana Sedera, Boris Otto, Philipp Wunderlich

Research output: Chapter in Book/Report/Conference proceedingConference PaperResearchpeer-review

Abstract

Retaining customers is a relevant topic throughout all service industries. However, only limited attention has been directed towards studying the antecedents of subscription renewal in the context of operational cloud enterprise systems. Cloud services have historically been offered as subscription-based services with the (theoretical) possibility of seamless service cancellation, in contrast to classical IT-Outsourcing contracts or license-based software installations of on-premise enterprise systems. In this work, we investigate the central concept of subscription renewal by focusing on different facets of IS success and their relevance for distinct employee cohorts. Analyzing inter-cohort differences has strong practical implications, as it helps IT vendors to focus on specific IT-related factors when trying to retain customers. Therefore an empirical study was undertaken. The hypotheses were developed on an individual level and tested using survey responses of IT decision makers within companies that adopted cloud enterprise systems. Gathered data was then analyzed using PLS. The results show that subscription renewal intention of the strategic cohort is mainly based on perceived system quality, whereas information quality explains most of the variance of subscription renewal in the management cohort. Beneath the cloud enterprise systems specific contributions, the work adds to the theoretical body of research related to IS success and IS continuation, as well as stakeholder perspectives.

Original languageEnglish
Title of host publication19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime
Pages1573-1584
Number of pages12
Volume2
Publication statusPublished - 2013
Externally publishedYes
EventAmericas Conference on Information Systems 2013: Hyperconnected World: Anything, Anywhere, Anytime - Chicago, United States of America
Duration: 15 Aug 201317 Aug 2013
Conference number: 19th
https://aisel.aisnet.org/amcis2013/ (Proceedings)

Conference

ConferenceAmericas Conference on Information Systems 2013
Abbreviated titleAMCIS 2013
CountryUnited States of America
CityChicago
Period15/08/1317/08/13
Internet address

Keywords

  • Cloud computing
  • IS continuance
  • IS success
  • SaaS
  • Software as a service

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